Customer Service Third Party
Resume:
Shawn Thompson
*******@*****.***\
Work Experience
Client Relations Manager
Minol LLC
November 2021 to present
Provide seamless management through all phases of the customer relationship including implementation, initial training, and retaining, billing, and contract renewal
Set up certain program parameters in UBS
Set phases: 1) Initial contact, 2) Contract review, 3) Training, 4) Set Up system, rates, 5) compliance and training 6) Meters 7) Pre-billing Experience handling employee relation issues
Coordinate projects and communicate changes and progress
Collaborate with Regional Sales Manager in revenue opportunities
Train on processes such as move-in and move-out, month-end reports, and final move out statements to clients and conducting on-site visits as needed
Travel Experience Agent
Trip Actions
February 2019 to September 2021
Supported client and team on any form of correspondence between customer and company on the functionally of program and travel related issues.
Researched and analyzed core problems with the platform and assisted with finding efficient flight routes.
Expertise knowledge of travel products and general travel services.
Expertise knowledge of airline policies, GDS and third party technology.
Provided optimum customer service via chat, email and phone systems.
Customer resolution
Call Center Supervisor
TeleVista/Virgin America
June 2013 to December 2018
Met financial objectives by assisting CCM in forecasting requirement.
Prepared annual budgets, scheduled expenditures, and analyzed variances.
Assisted in achieving customer service and/or sales objectives by contributing information and recommendations to strategic plans and reviews.
Prepared action plans for review and provided customer resolution.
Completed audits, identified trends, and implemented process improvements.
Trained team members on new processes.
Facilitated staff meetings and one-on-one interactions to communicate operational, organizational, and service delivery changes.
Ensured all regulatory, legal and corporate audit requirements were satisfactorily met.
Collections Account Manager
Credit Watch Services
October 2017 to June 2013
Built relationships with customers and the community to establish long-term business growth.
Customer resolution to complaints.
Coordinated with various companies for constant customers update.
Updated and delivered collection and allocations to the team.
Achieved monthly targets against projection allocation.
Education
Medical Billing and Coding
Westwood College - Dallas, TX
Skills
Salesforce, UBS, Coaching, Account Management/Resolution, Customer Satisfaction, Time management, CMS, Optimization, Aspect, Avaya, IEX/RTA, Strong communication skills, Problem resolution, Human Resources, Recruiting, Employee Relations, Compensation, ADP, Benefits Administration, HRIS, SABRE Interact, Oracle Service Cloud
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